no engineer.........again

[#1]

Excuse me Jameseh of PN!!I have not been given confirmation of an appointment at all!It is now Monday 10.40am ,I rang yesterday to see if an engineer was booked for today and support were still unable to confirm they said they provisionally booked an engineer but could not confirm.
Moderator's Note
Post edited to remove infringements of the following two forum rules All Caps and inpoliteness to a Plusnet Staff member

[#2]

I am not lying to you. I am not certain where on my last post I said an appointment had been confirmed?
The appointment is booked for tomorrow and we are trying to get BT to bring this forward.

[#3]

Got the flags and bunting out,the kettle is on waiting for an engineer!Here,s hoping finally................

[#4]

Don't forget the biscuits 

[#5]

http://www.moneysavingexpert.com/shopping/delivery-rights

[#6]

Absolutely Unbelievable!!!!!!!A bt engineer has been and gone as he is not a broadband engineer!!!!!!!! What the hell do you think you are doing Plusnet. Absolute Incompetence.
dick:red All caps edited as per forum rules

[#7]

Unbelievable,but not surprising BT send a line engineer rather than a broadband engineer.According to the engineer we need a broadband boost engineer.we have known this since September 2nd!What I did find out is that Plusnet have to pay for that.Ah ha Plusnet parting with money now we are getting to the root of the problem.I am so annoyed,James Bailey assured me of a number of things yesterday none of which have happened.I am totally gobsmacked with the level of incompetance here.What do I need to do .Come on James man up and get this sorted now!

[#8]

Hi - I'll get back to you as soon as I have further news.
I've already spoken to HLE and let them know exactly what I feel about what has happened, which I'm sure isn't a patch on what you are feeling right now.
I will call you as soon as I have further news.
The boost engineer drivel you have been fed is a complete load of rubbish. You need an SFI.

Quote

Come on James man up and get this sorted now!

Which is exactly what I spent my weekend and large chunks of yesterday doing. I haven't given up.

[#9]

Right - BT identified a battery contact fault on your line which is a type of PSTN fault (hence the engineer).
The engineer is apparently still working on the case and HLE are chasing.
I'll give you a ring shortly.

[#10]

I dont care whether its a boost engineer or Special Faults we have known this since sept 2nd lets get this sorted today please.

[#11]

Finally problem solved.New phone line from telegraph pole to house,new socket in house.Thank you James for your persistance.Getting 3.5 meg download now ,better than 0.2!To be fair Openreach engineer was brilliant,nothing was too much trouble.

[#12]

I have read this thread from the start and what I have noticed is that PN take a lot of flak for events which are totally out of their control. Also there are those on this forum who feel it is their duty to post unhelpful inflammatory replies and unsound advice. I would also like to point out that the Staff monitoring this forum are totally professional, but if you think you can get better elsewhere exercise your right and move. Agitating threads is not helpful to the OP or the PN staff trying to sort out BT's incompetence. Half the posts in this thread prior to it being sorted out were aggressive, unhelpful and down right ignorant. PN do their stuff well and talking to one who had the displeasure of using Talk Talk, Tiscali, Pipex (after they were taken over by CPW) and several others who charge a lot more than PN for the same service, this is the only company I have found who offer a decent service for a reasonable price. If you think they are bad join talk talk and have a scripted conversation with "Barry" from India.
Let PN get on with their job in peace

[#13]

Quote from: harps1h

Let PN get on with their job in peace

Well yes and no. PN are one of the few ISP's (I'd suggest AAISP are another, but they're not "family"   ) who do deal fairly openly with problems that are largely the reponsibility of the "hidden" parts of BT (Openreach etc.) and the unacceptable consequences on the end-user.
As such, they are one (maybe the only) possible conduit through to those hidden monoliths to "get the message through". That's why the management of PN do, and will continue to, receive pressure to highlight the failings of "BT" and do something about it. There are no other feasible options.  
Remember, it's actually a reflection of a good thing in PN, though I'm not totally sure they welcome the attention it brings and they're certainly not perfect at it. But I hope they can and will continue to "fly the flag" for customers in the face of the indifference and arrogance of the monopoly BT monolith.  
PS I guess I'm not alone in finding the term "our suppliers" patronising and suggestive of slopey shoulders, unless coupled with "monopoly" and "indifferent" and "incompetent" or similar. 

[#14]

Quote from: harps1h

what I have noticed is that PN take a lot of flak for events which are totally out of their control.

They may be out of their control but it is still their responsibility. The user's contract is with Plusnet and Plusnet subcontract to BT Wholesale who use OpenRetch to do the work. OpenRetch won't accept calls direct from the end user.
It's up to Plusnet to kick hard against the lousy service OpenRetch are providing at the moment. If compensation is due it's Plusnet who have to pay the user (although Plusnet may in turn claim back against their supplier). Plusnet cannot just do a sloping shoulders and say it's not their fault.

[#15]

Jelv (and HPSauce) are correct.
The delays are often down to difficulties experienced within Openreach & Wholesale, HOWEVER, we are the supplier to our customer so the responsibility rests with us.
I would be lying if I said that there were not problems and that our suppliers (sorry, couldn't resist) do have difficulties of their own, however, it is down to us to resolve and escalate accordingly.  We so see instances as per in this thread where there have been a number of missed visits.  In this case, it was due to a lack of suitably trained engineers in the area, but I don't want you to think that this is the norm.  The majority of engineers do turn up when scheduled and do a great job, but in here we only see the bad news.
In my job it's often difficult to realise that in the main, our customers are actually very happy, and we only see things when it hasn't gone to plan - very similar to what's seen in these forums.